Project Manager Customer Service

Shajuanda White

(Dallas, Texas; Available Immediately)

Summary:

. Over ten years of leadership and administrative experience in the IT

industry

. Over nine years of implementing and gathering specs and requirements for

Quality Assurance methodology for various software development projects.

. Proficient at all aspects of testing: performance, regression,

functional, system, UAT, White Box, Load, Adhoc, Module, Integration etc.

. Worked in a business analyst role in gathering requirements, and walk-

through, Change Management and inspections of the system application to

determine detailed application requirements.

. Worked with the BA, PM, UAT and development team to ensure that

requirements are quantifiable, measurable, and testable for Tier 1, 2,

and 3 projects.

. Manual/automated testing

. Motivated self-starter with an aptitude for learning new software

. Work well with a team and independently

. Managed projects with million dollar budgets, managed/mentor teams of 7-

20 persons.

. Over six years of B2B and B2C web application

. Experience in top industry: Finance, Telecom, Healthcare, Auto Insurance,

Restaurant/Retail, Credit Card Processing and Utilities.

. QM and PLM: Agile/Scrum/Waterfall/Iterative/Spiral/RUP.

. CMMI level 5, ITIL, ISO 9001

. Managedand worked with teams onsite and offshore

. IT Governance (from project feasibility to project closure)and Business

Intelligence

Education, Training and Certifications:

Bachelor of Arts, Mass Communications (Public Relations). Grambling State

University, Grambling, Louisiana May 1996.

. Telephony 101 (Introduction to the Public Network), CABSTEC Carrier

Access Billing Training (The EMI Category 11 Access Record) and (Usage

Analysis) and an Introduction to Switched Access at Citizens

Communications.

. Certificate in professional CSTC-Computer Software Testing Center

(completed classes on job training on how to write test cases and use

QTP), SQA and Test Professional CSR-Customer Service Representative and

Quality Center 101 training.

Technical Skills:

CSR Portal, Dashboard, JMS, Quoting API, WebMethods, Confluence (JIRA),

Macadamia, dot Net, Visual Sources Safe Explorer (VSS), Supply Chain,

Ishida Server, Ethernet lines/devices, Material Planning Toolkit

application, SQL Server 7.0, QTP, Load runner, SQA, Quality Center, Data

Mining, Win Runner 7.0, TSYS, FNBO, Test Director 6.0/7.0, Web Services

(API), DPI, SAP, AIX, Oracle 10, Toad, OLAP, Unix, VB 6.0 (light), Internet

and Hubs, Lotus Notes, PeopleSoft 8.0 (CRM), Crystal Reports, Rational

Tool, OSS, BSS, Windows, Windows XP, MKS, SQL Pervasive 2000engines. MS

Dynamics, File types (ASCII Tab Delimited file, CVS, ASCII Fixed width),

PGP, FTP, Siebel, CVS, OLAP, Test Track Pro, Microsoft Visio, Single View,

MS Office (Word/Excel/PowerPoint), Essbase, SAS, ETL, LSR, MS Project,

Amdocs, C++, XML, HTML, JAVA, AS/400, Saville, TBS (Telecom Business

Solution), PSR (Product Service Request) CDG (Communication Data Group),

Query language, CABS (Carrier Access Billing).

Professional Experience:

Print Place 02/10 - 05/10

Consultant/QA Lead/Manager

. Led the QA dept at Print Place.com (e-commerce) to ensure all

tickets/defects were tested and releases were on schedule with zero

errors. Created defect tracking tools to monitor work performance

(including development).

. Hands-on execution and creation of test cases and Selenium automation

tool

. Coordinating test schedule and activities

. Work with offsite development to ensure project deliverables were met and

transfer of knowledge to onsite team.

. Ensure the quoting API was calculating orders correctly on the website,

and Dashboard stored history of the order/job.

. Ensure discount codes were setup correctly and use for specified products

. Ensure the website was behaving to customer design and requirements, and

implemented enhancements and modification to the system. Validating the

business requirements and specification

. Oversee decisions about testing schedules and schedule changes, and

served as the escalation point for issues involving quality process and

system/User Acceptance testing, and provided weekly test status to the

Test Manager.

NPC.net, Houston, TX 03/09 - 10/09

Consultant/QA Manager

. Managed a team of 20 testers/developer onsite and offshore for a leading

payment processing company from a range of business transaction

processing, POS, e-commerce, electronic checks, credit card, debit, gift

and loyalty cards. Ensure the NPC meet deadlines for any compliance or

regulatory changes, and re-write the existing residual system with a more

robust residual engine and conversion of TSYS compensation plans.

. Created Master Test Strategy documents, Test Plans, Test cases and SQL

scripts, and ensure CMMI level 5 best practice. Coordinating the test

schedule and activities and validating and translating the business

needs.

. Review TDD, RD, TP, and TC to ensure all areas were captured to perform

accurate testing for VER and VAL for control table totals, merchant,

payee for Mergers/Acquisitions conversion.

. Managed automation tools QTP and Loadrunner

. Attended daily status meeting on project deliverables with stakeholders,

Project Manager, UAT, and Developers. Tracking the project status in MPP,

and Excel to ensure the baseline dates were delivered, tracked all defect

and stored in ACE (NPC system).

Hands-on execution and creation of test cases when needed.

. Oversee decisions about testing schedules and schedule changes, and

served as the escalation point for issues involving quality process and

system/User Acceptance testing, and provided weekly test status to the

Project Manager.

. Managed documentation and version control through VSS.

PepsiCo 05/08 - 12/08

Consultant/QA Lead/Manager

. Worked in the Enterprise Test Center at PBSG and leading a team of seven

testers and over ten offshore developers in multiple platforms and

framework.

. Reviewed the project scope, functional and non-functional requirements

for testing. Developed partnership with the project managers and lead

developers to develop and implement the QA/Test Program for major IT

initiatives in the Supply Chain area using CMMI level 5 best practice.

. Developed Test Strategy, Peer Reviews, Releases, Test Plans, Test Cases

test coordination, and provided overall test leadership, and technical

oversight of the following projects (Material Planning Toolkit, Daily

Product Planning, PRM, DP Refresh etc) for conversion and/or

enhancements.

. Provided technical direction to all test resources and assist with

execution to the systems and applications within the Supply Chain

Management area (USA and Canada).

. Used Quality Center to track/store test cases/defects/requirements, and

Quick Test Pro on API, Loadrunner for performance testing, and managed

the overall project management of test efforts across various projects.

Also led risk analysis efforts to determine test case prioritization and

to highlight key testing risks.

. Ensured the adherence to defined project lifecycle methodology and

quality and test standards managed all System Integration, User

Acceptance and Regression Testing for that area, and coordinated

Performance Testing and Operational Readiness Testing, and performed peer

reviews and walk-through for requirements definition and system design.

. Developed the Test Approaches which define the detailed test plans for

all project implementations within a major released, and led the

definition of the testing strategy for all phases of testing.

. Oversee decisions about testing schedules and schedule changes, and

served as the escalation point for issues involving quality process and

system/User Acceptance testing, and provided weekly test status to the

Test Manager.

. Managed testing for Frito Lay Plant machines to ensure weigh compliance

in product (PRM), and ensure plant machine run on scheduled and correctly

(DPP), and packaging and seasoning were run as per purchase request

(MPT).

Brinker International 10/07 - 04/08

Consultant/QA Lead

. Tested POS touch screen (FOH/BOH) register and server for the Impact

project. Manually tested the following transaction: cash, discounts,

transfers, credit cards, coupon and employees Comp cards transaction.

. Created test strategy and documents for tracking results (passed or

failed). Ensured expected results were met and reported to management and

lead PM and developers involved in the project of any issues.

. Scheduled deadlines and resources needed to complete the project.

Verified fixes were re-tested in development and production environment

using the data files and execution of query statements.

. Prepared update status report on defects, fixes and any issues pertaining

to the project. Verified and validated offshore test scripts are valid

for testing standards, and can be executed by onsite testers.

. Performed regression testing, integration testing, functional testing,

performance and system testing, and using, Test Track Pro, QTP and Excel

as tools.

. Also tested Microsoft latest patches releases

Gainsco Auto Insurance 08/05 - 10/07

Consultant/Supervisor QA/BA Analyst

. Led the QA/BA analyst team in manual and automated (MKS automated tool)

testing, trained testers and developed test strategy, business

requirement documents for the QA/BA team.

. Ensured projects were in compliance per state guideline.

. Responsible for implementing, integration, gathering requirements and

creating screen shots/flow charts for deliverables (using Visio/Snag

It/Word) for product and service in dot net environment.

. Managed projects and schedule and govern testing (Full Life Cycle),

report and managed all expected results were met.

. Analyzed business needs and translating them into the system

requirements, and worked on million dollar projects from development

stage, QA to production. Schedule meetings for deadline and resources

needed to perform the task. Coordinating the test schedule and activities

and validating and translating the business needs.

. Performance testing, regression and integration testing (data and

application), and delivered error free projects to UAT. Created reports

in AS/400, and validated tables in MS SQL server (query analyzer), tested

in MVS (C++) app, stored test cases into MKS execution and tracking

defects.

. Created test plans and test cases/scripts for enhancement or new

functionality for the company's website, and testing the billing plans,

POS.

. Provided research and planning, scheduling new projects, and ensuring

that developed products meet design specs, and providing

demos/presentations for in-house user and end-users (CSR and Mgmt) on any

new functionality and/or enhancements to the website.

Verizon Information Services 09/04 - 03/05

Consultant/Lead QA Tester

. Successfully supported, managed, and tested the full life cycle (SDLC)

for Internet Operations System.

. Responsible for the design, development of test strategy, resources

production support, development, execution of new projects and existing

projects.

. Created test plans/cases/scripts and analyzed the business needs for the

web based back-office systems of Verizon Information Services, Directory

for repository of listing superpages.com active directory service (dot

net).

. Performed performance testing (systems response time degrades or fails).

. Led and developed test cases/scripts from required documentation from the

Marketing and Development team to validate/verify system requirements,

and tested existing and new functionality via the UAT Portal and

PeopleSoft 8.0 (CRM) in a client/server environment.

. Used Test Track Pro, QTP to track and add defects, bugs, change request,

system test or fixed issues before production.

. Build test cases/scripts for BEA Purchase/Portfolio which included the

following functionality that needed to be tested: purchase funnel, edit

/remove /recalculate, promo codes, Portal Home page which is sign in,

traffic reports, Paper Per Click and affiliated sites, customer support

interface, utility navigation), Fixed fee (interactive listing preview

tool, pop, order products, enhance business profile, Billing (testing the

user ability to enter credit cards), module testing, end-to-end testing,

negative and positive testing and regression.

. Created scripts (PL/Toad) on Oracle database to verify the testing data

was updated and stored correctly, and used Microsoft Visio to view wire

frames, logic flow and Microsoft Project to report project progress or

status.

Western Wireless Corporation, Seattle WA 07/04 - 09/04

Consultant/Lead QA Analyst/Production Support

. Supported the production for Win Runner Application (.net), and assisted

in script debug and development for automation support, and used existing

scripts to support the custom request using the Amdocs ensemble/CSM front-

end application (e.g. change price plan/drop soc/add memo/add

charge/create ban etc).

. Prepare documentation about changes to scripts and job functions for

reimplementation. Interpreted and analyzed business requirements and

specifications documentation related to Summit data-entry/data-correction

requests store on Oracle database. Captured errors and debugged them.

. Worked closely with end-users in a client/server environment, IT BCCS

Group, and the Testing/QA Team to validate the accuracy of all Win Runner

scripts prior to running in the Summit production environment (Amdocs),

and used Test director modules (Test Lab and defect manager) to track

defects/fixes and performance.

. Scheduled, run and monitor approved Win Runner scripts in the Summit

production environment, provided results reports to Summit Implementation

Support and document and inventory all Win Runner solutions for reuse.

Improved the production and performance of the jobs flow, and created

reports to track daily production, and daily error.

Citi Group Dallas, TX 02/04 - 05/04

Consultant/Campaign Manager /DBA

. Successfully managed customer acquisition for direct marketing campaigns,

and maintained, integrated, and operate the Acquisition Database

marketing system within the client facility or database.

. Perform data cleansing, data mining and debug to produce lists ready for

telemarketing and/or direct mail, and used CRM Product Module for

Marketing, Partner relationship management and support.

. Successfully completed client's portfolios each month, and completed file

and data investigation, auditing, testing, and creating specs and writing

scripts for the back end (Oracle database).

. Worked with client's onsite and offsite for business requirements. Used

requirement manager, test plan, test lab and defects manager modules in

TD.

XO Communications Dallas, TX 06/03 - 10/03

Consultant/Sr. System Analyst/Tester

. Analyzed and built rate plans

. LSR order entry and updating HLR

. Ensure revenue recovery Mergers/Acquistions conversion

. Platform dot net and Oracle database

. Required a working knowledge of all aspects in billing environment.

. Generated reports for billing and scheduling for production support.

. Modified and create reports based on user form criteria, create sub

reports.

. Reviewed customer invoice for errors (Updated queries to change or delete

records based on selected criteria either in user a form and queries).

. Tested in AS/400, Single View, Siebel (used for provisioning with

enhanced for billing care management for invoices, payments and

adjustments, and the streamlined ability to transfer service)

Independent Consultant, Dallas, TX 01/01 - 06/03

Business Consultant/Project Manager

Comp Link outsourcing Healthcare 06/00 - 12/01

Consultant/Supervisor (BA/Data Integration Specialist)

Efficient Networks, Dallas, TX 05/00 - 06/00

Consultant/Lead Access Developer

Next Link, Dallas, TX 08/99 - 05/00

Consultant/Business Analyst/Tester

Citizen Communications, Dallas, TX 08/98 - 06/99

Lead Tester/Billing Analyst (Carrier Access Billing)

Southwestern Bell (IT) 02/98 - 05/98

Consultant/Production Support Administration for QA Mobile/QA Long

Distance/Tester Dallas, TX

Jayhawk Acceptance Corporation (Finance) Dallas, TX 11/96 - 12/97

Supervisor/Transportation Specialist

The Signature Group Kansas City, MO 06/96 - 11/96

Customer Service Representative

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